**LOCATION**:Acuna / Coahuila (MX-COA), Mexico |
**BRAND**: Bendix |
**REQUISITION ID**:5326 |
** JOB GRADE***:12
|
** ON-SITE/REMOTE**: On-site
**JOB DESCRIPTION**:
**Position Summary**:
The General Admin Professional II is a key position within the HR EST Center team, a customer focused service organization that provides HR services to employees across the NA region. This position may serves as the first point of contact for employees contacting the EST and is responsible for working with KB staff and systems to resolve a broad scope of inquiries related to HR services. The position leverages an innovative HR IT ticket system for tracking requests and may transfer or escalate cases to other parties or entities for efficient issue resolution. The primary goal of the role is to demonstrate effective issue resolution, ensuring high levels of customer satisfaction and operational efficiencies.
**Essential Functions**:
**Service Line - General Administration**:
- Conduct intake for all HR related inquiries and escalate to appropriate parties, as necessary.
- Ensure timely resolution of cases and follow through to completion to provide best customer experience.
- Track and monitor cases to identify root cause of issues.
- Document inquiry resolution and escalation in case management system.
- Leverage knowledge-base to provide consistent customer service.
- Provide feedback for ongoing process improvement; identify trends and knowledge base needs and provide insight to increase operational efficiencies.
- Ensure all relevant procedural/legislative requirements are fulfilled while delivering a quality and cost-effective service to customers.
- Identify and communicate leading practices and innovative approaches and tools for service delivery into FSRC operations.
- Responsible for managing escalated issues within the Shared Service Center.
- May be assigned ad-hoc projects and conducting research to resolve issues and understand opportunities for improvement.
- May be asked to implement improvement initiatives.
- Conduct end-to-end employee exit process, including, completing exit interviews, summarizing findings, identifying trends and concerns, and managing administrative duties associated with employee exits.
- Coach and guide employees with regards to company policy and employment law.
- Utilize the Service Now case management system to triage ER cases and respond to mis-directed cases and input employee/manager interactions
**Service Line - Talent Acquisition**:
- Coordinate interview scheduling via the applicant tracking system and manage pre-interview documents and interview paperwork.
- Maintain contact lists and employee lists to facilitate the effectiveness of multiple locations.
- Manage administrative duties related to tracking of contingent workers, including communication with agencies and HRIS regarding hiring and termination of contingent workers.
- Process pre-employment drug screens and background checks; manage completion and adjudication of this process.
- Perform administrator duties for SilkRoad On-Boarding System.
- Launch New Hire on-boarding processes and manage program completion.
- Troubleshoot user issues, forgotten passwords, system modifications, etc
- Build employee files and manage flow and completion of New Hire paperwork.
- Process and manage new shopping carts and POs.
- Process invoices, check requests and non-employee expense reports for TA and HR.
- Route for approval of internal JOAFs
**Service Line - Learning**:
- First and/or second level support internally for the HR organization
- Collaborating on the implementation of the new Learning module
- Key User for the new Learning module
- Serving as a contact person for trainers/lecturers and training participants
- Maintaining data on training and participants
- Keeping reports on educational activities, the number of interested parties, and participants.
- Invoicing costs for educational activities
- Support Learning services for the region
**Management & Supervisory Responsibilities**:
- Reports to Team Lead Shared Services Center
- Job **is** **NOT directly** responsible for managing other employees.
**Knowledge**:
- Knowledge of basic Human Resource applicable laws.
**Experience**:
- 2 + years of experience in Human Resources areas
**Skills**:
- Customer service and issue resolution.
- Call/service center operations.
- Case management system operations.
- Basic knowledge of general HR practices, policies and procedures.
- Excellent customer service and communication skills.
- Ability to effectively address challenging situations related to customer issues/complaints.
- High energy and focus.
- Excellent interpersonal skills.
- Ability to operate successfully, multitask and prioritize multiple projects simultaneously in a fast-paced environment.
- Knowledge of case management/ticketing software.
- Strong analytical and problem-solving skills and issue resolution across a broad scope of HR topics.
- Ab